About the Role:
The Technical Customer Representative will be in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossessions. The two key roles will be:
They are the final checkpoints to ensure we issue products on credit (Pay-Go) only to the right customers.
Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt & consistent repayment
The role will focus on driving the achievement of field installation, usage & collection KPIs through prompt installations, adequate customer training and overlay onboarding of the right customer.
Working Days: Monday to Saturday
Duties and Responsibilities:
Field Operations
Timely installation of assigned new sales units.
Execute repossession of products from delinquent customers.
Daily stock reconciliation i.e. sales units, faulty units, repossessed units & swap units
Quality of Sales
Conduct in-person verification of customers.
Provide comprehensive product training to customers, including payment, usage, and care instructions.
Portfolio Management
Conduct home visits to support customer experience (CX) in resolving open tickets, boosting product usage, and facilitating field debt collection.
Escalate customer feedback, including complaints, fraudulent activities, and other field-related issues
Customer Support:
Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions.
Manage pick-up and returns of swapped and repossessed units.
KPIs
Installation Timeliness:
Ensure 100% of installations of the assigned units.
Stock and Inventory Accuracy:
Maintain 100% reconciliation of field stock (received vs. utilized vs. returned).
Maintain 0% stock variance.
Faulty Unit Replacement and Repossession:
Ensure 100% of the assigned unit’s swap.
Ensure a 100% retrieval rate of all assigned and faulty or repossessed units.
Customer Feedback and Satisfaction:
Collect & share voice of Customer (VOC) feedback for each customer visit.
Credit Management Support:
Maintain >98% monthly repayment rates for approved and onboarded customers.
Skills and Experience
Qualifications:
A certificate or diploma in Electronics/Electrical, Telecommunication or a related field.
Experience:
>6 months’ experience in electrical installations, especially in Pay Go space.
Proven experience in sales planning and delivery management.
Familiarity with customer repayment collection processes and credit portfolio management.
Technical Skills:
Basic knowledge of installation and troubleshooting of electronics is a plus.
Soft Skills:
Strong customer engagement and support skills.
Excellent verbal and written communication with an emphasis on tact and diplomacy.
Other Requirements:
Demonstrated commitment to continuous improvement and meeting/exceeding expectations.
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